To design and deliver great customer experiences, you have to understand the customer’s journey. Put another way, their story. To understand the customer narrative, the most successful organizations harness something that’s been around as long as humanity, and that’s storytelling. Stories are powerful because they’re memorable, certainly more memorable than facts and figures, and they help move us to action.

Watch this video from my LinkedIn Learning course “The 10 Pillars of Customer Experience” and discover popular tools to help you tell your customers’ stories.

Pillar 5: Customer narrative from The 10 Pillars of Customer Experience by Brad Cleveland